The relationship with the customer is one of the biggest sources of stress and conflict for a project manager. Dan the Project Manager Man tells the story of his adventure with an upset customer. He reminds us that just by staying calm and responding rationally, we can solve a problem.
A rash reaction makes problems bigger. A careful answer stops a situation from getting out of hand. It creates a setting to get to a solution and, sometimes, like in Dan the Project Manager Man’s Adventure, it solves the problem.
Composure during turbulence is a visible sign of a good a project manager. Stay calm during the storm and improve your reputation.